3
out of 5
POSTED: | BY: Alicia
Was not pleased
My claim took a month to be processed. I have a dog that I got from a rescue and Figo decided that for this recent claim they needed vet records from before I got the dog. This took weeks. In the meantime while waiting on that vet to send the records, Figo closed/put the claim on hold and I had to keep texting and calling in order to find out the status and push Figo to continue to reach out to the vet for the records. The claim was then denied for the medication that was prescribed due to a pre-existing condition. This was not accurate however because although the medication was previously prescribed, this time it was for a completely different issue! Also, Figo has covered this medication for him before, so I didn't understand why there was a different result this time. I texted Figo once again and asked them why he wasn't covered for the medication due to this issue that he's only had since we started his policy. They said they would reach out and investigate why the claim was denied. They got back to me today and it was determined that the mediation is covered since it was prescribed for a new issue and not a pre-existing condition. If i had not continuously contacted Figo to repeatedly reach out to the vet and then contacted them again regarding my claim denial, my claim would probably still be closed without the correct action being taken.